Customer Care Agent (German)

About the role

As the first point of contact for B2B customers in Germany, you will handle inbound calls related to malfunctions of Dormakaba doors and coordinate service technician visits. The role works on a rotating schedule between 08:00 and 22:00 Sofia time, Monday‑Saturday, with a hybrid setup (three days in the office, the rest remote).

Key responsibilities

• Receive and assess service requests, identifying whether issues are hardware or software related.
• Collect and verify customer details (address, door ID, contact information).
• Coordinate with field technicians by creating service requests and sharing relevant information.
• Enter accurate data into internal systems such as Salesforce, SAP and Telia.
• Maintain clear communication with internal teams to ensure timely resolution of customer issues.
• Handle inbound calls and emails exclusively from German‑speaking B2B customers.

Required profile

• Fluent German (C1) and good English (B2) – both written and spoken.
• Strong communication and customer‑focused mindset.
• Ability to manage upset customers and apply de‑escalation techniques.
• Service‑oriented with solid problem‑solving abilities.

Required skills

• Microsoft Office Suite.
• Experience with CRM systems (e.g., Salesforce).
• Experience with ERP systems (e.g., SAP).

What we offer

• Attractive remuneration package.
• Hybrid working model (3 days onsite, remote the rest).
• Home‑office allowance and modern office premises.
• 25 days paid annual leave, health insurance, and Employee Assistance Program.
• Food vouchers, public‑transport card, optional parking, Multisport card.
• Language training, referral program, and access to over 15,000 LinkedIn Learning courses.